Our promise to you
Oldham Council takes customer care seriously – we understand that the way we deliver services is important to you so we are making customer care central to the way we do business.
We will:
- Make our services easy to use and give you choices where possible
- Be honest, approachable, professional and polite and always put you first
- Treat you with dignity, respect and let you know how long it will take to deal with your query
- Deal with your enquiry straight away where possible or make you an appointment with a person who can help
- Apologise if things go wrong and do our best to put things right quickly
- Use your views to help us make improvements to services, give good service and provide value for money
Help us by:
- Giving us all the information we need to help you
- Letting us know if you have any special needs
- Telling us how we can improve our services
- Asking us to explain anything you’re not sure of
Our Customer Service Standards
When dealing with you in person we will:
- Provide easy access to all our public buildings.
- Keep waiting times to a minimum and aim to see you within 5 minutes.
- See you at the time agreed for appointments.
- If you do not have an appointment we will see you within 30 minutes of your arrival.
When dealing with you by phone we will:
- Aim to answer your call within 20 seconds and deal with your enquiry at that point, wherever possible.
- Welcome you and give you our name.
- When dealing with emails sent to service email addresses we will
- Acknowledge the receipt of your email within 24 hours.
- Provide a full response to your enquiry within 5 working days.
- Give the contact details of the person replying to your enquiry.
When dealing with emails sent to named officers we will:
- Provide a full response to your enquiry within 10 working days.
- Give the contact details of the person replying to your enquiry.
When you write to us we will:
- Acknowledge that we’ve received your letter within 5 working days.
- Provide a full response to your enquiry within 10 working days.
- Give the contact details of the person replying to your enquiry.
If you have a complaint we will:
- Acknowledge that we’ve received your complaint within 5 working days.
- Fully investigate your complaint and provide you with a response within 15 days.
- Give the contact details of the person replying to your enquiry.